Customer Support Coordinator

What you'll do

As a Customer Support Coordinator, you will serve as the front line of Giga's customer support organization. You will own customer communication from initial contact through resolution, coordinating with engineering, field service technicians, logistics providers, and warehouse teams to ensure customers receive timely and effective support.

This is a highly collaborative role for someone who thrives in a fast-paced environment, enjoys solving problems, and excels at keeping multiple projects moving simultaneously.

Where you'll work

This role will be split between our Houston office and factory. You must be willing to work in the office full-time.

We're onsite because customer issues require real-time collaboration across Engineering, Operations, Supply Chain, and Field Services. Working together allows us to respond faster and provide industry-leading customer support.

Responsibilities

Serve as the primary point of contact for customers via phone, email, and support requests.

Answer general product and service questions while providing first-level troubleshooting support.

Escalate technical issues by coordinating meetings between customers and Product Support Engineers.

Coordinate field service visits with customers, technicians, and internal teams.

Manage logistics for field repairs, including scheduling vendors and ensuring required parts arrive on site.

Coordinate customer parts orders with both U.S. and China warehouse teams.

Track inventory availability and communicate order status to customers.

Route inbound calls and support requests to the appropriate internal departments when necessary.

Maintain accurate customer records, service documentation, and follow-up communications.

Work cross-functionally with Engineering, Supply Chain, Quality, Manufacturing, and Field Service teams to ensure timely issue resolution.

Travel up to 20% as needed to support field technicians during major service events or customer site visits.

Continuously identify opportunities to improve customer experience and internal support processes.

Requirements

2+ years of experience in customer support, service coordination, operations, logistics, or a related role.

Excellent verbal and written communication skills.

Strong organizational and project coordination abilities with the capacity to manage multiple priorities.

Experience coordinating cross-functional teams and external vendors.

Comfortable troubleshooting customer issues and determining appropriate escalation paths.

Proficiency with Microsoft Office and CRM or ERP systems.

Ability to work independently while collaborating across multiple departments.

Willingness to travel up to 20%.

High school diploma or equivalent required; Associate's or Bachelor's degree preferred.

Bonus Points

Experience supporting industrial equipment, power systems, electrical equipment, or energy infrastructure.

Experience with field service coordination or dispatch.

Familiarity with inventory management, parts ordering, or supply chain operations.

Experience working with international suppliers or manufacturers.

Experience in a high-growth startup or fast-paced operations environment.

Knowledge of transformer, switchgear, or electrical distribution equipment.

Benefits

Subsidized health, dental, and vision insurance

Equity (options) in a rapidly growing startup

401(k) with 4% employer match

Unlimited PTO

Parental leave

Healthcare and Dependent Care FSA or HSA

Commuter benefits

Monthly team onsites where all offices come in-person to collaborate